Guest Services Associate II

The Guest Services Associate II will be responsible for providing excellent guest service as it pertains to guest registration/checking out of resort. He/She will promptly address guest service needs, provide resort information and area attraction details and directions, maintain unit vacancy inventory, reservations, room assignments, process guest folios, collect payment, assist with training of Guest Services team and accurately manage cash receipts. He/she will maintain the company’s expected high quality standards and will follow all safety protocols as dictated by company policy and maintain Occupational Safety and Health Administration (OSHA), including the new Global Harmonized System (GHS) regulations.

Essential Job Functions

Responsibilities include, but are not limited to:

Responsible for the Guest Services function of the resort : Promptly greet guests in a friendly and professional manner. Complete guest registration process, issue unit keys, and provide resort information and area attractions details and directions. Accurately process all cash and credit card transactions in accordance with established procedures. Balance all cash receipts and work performed during shift and perform a bucket check on shift, post all guest charges, complete cashier and other reports, preparing deposit, and counting/securing of assigned bank. Complete check-out procedures, compute bills, verify that the correct charges and credits are posted to the corresponding guest folio, collect payment and makes changes as required. May routinely reserve and confirm guest reservations for individuals and/or groups that are requested either by phone or from within the company; process cancellations, revisions, and information updates on changes. Make pre-arrival informational calls to booked incoming guests, confirm and cancel reservations for guests and answer a variety of questions for guests pertaining to their reservations. Provides quotes for room rates (35% time)

Maintain positive guest, owner and associate relationships: Respond appropriately to guest inquiries and concerns to ensure total guest satisfaction. Resolve guest issues to resolution in effort to improve the guest experience and escalate any outstanding guest inquiries or concerns to management that may require additional monitoring or follow-up. Make appropriate service recovery recommendations. Promote team work and quality service through daily communications and coordination with other departments. (35% time)

Cultivate a “Count On Me” Culture : Continuously exhibit the company’s Count on Me philosophy; be responsive to the needs of our guests, associates and all we come into contact with on the job, be respectful in every way; deliver a great experience. (10% time)

Performs other duties as needed (5% time)

Qualifications

Minimum Requirements and Qualifications

a)Education

High School diploma or equivalent

b)Training requirements

N/A

c)Knowledge and skills

Organizational Skills.

Excellent communication skills.

Demonstrates Guest Services job skills and ability to train Guest Services team members

Learn company policies and procedures to complete routine tasks.

Ability to read and comprehend routine instructions, short correspondence and memos.

Must maintain a professional appearance and a Can-Do, positive attitude towards all guests and staff.

Ability to multi-task and work in a fast paced environment.

Must be people oriented and able to work independently or with others as needed.

Must be detail oriented.

d)Technical Skills

PC Skills

Ability to use basic office equipment including fax, copier, printers

Microsoft Office: Word, Excel, Outlook

Key systems

Hotel Hospitality Front office system knowledge

Must be able to easily and frequently change from one activity to another while operating a switchboard or computer keyboard

e)Job experience

2 - 4 years of guest services experience in a hospitality/hotel/resort environment and/or

3 year of customer service experience in service or retail environment

Unless there is a legal requirement, experience will be accepted for the education requirement.

Job: Guest Services

Primary Location: United States of America-Colorado-Pagosa Springs

Employee Status: Regular

Schedule: Full-time

Organization: WVO - Resort Management

Job Posting: May 2, 2018, 8:10:21 AM

Requisition ID: 1805692

Equal Opportunity
Wyndham Worldwide fosters a work environment in which all individuals are treated with respect and dignity. We are an equal opportunity employer and do not discriminate either directly or indirectly against employees or prospective employees on the basis of race, color, religion, sex, sexual preference/orientation, citizenship, marital status, veteran status, national origin, age or disability, or against any other protection established by applicable law or regulation. We will make reasonable accommodations for eligible disabled applicants and employees in compliance with applicable laws and regulations. We are committed to actions and policies to assure fair employment, including equal treatment in hiring, promotion, training, compensation, termination and disciplinary action and will not tolerate unlawful discrimination either directly or indirectly by our employees or agents.